Configure Bomgar Remote Support for Integration with Salesforce

IMPORTANT!

You must purchase this integration separately from both your Bomgar software and your Salesforce solution. For more information, contact Bomgar sales.

All of the steps in this section take place in the Bomgar /login administrative interface. Access your Bomgar interface by going to the hostname of your Bomgar Appliance followed by /login (e.g., https://support.example.com/login).

Verify That the API Is Enabled

This integration requires the Bomgar XML API to be enabled. This feature is used from within Salesforce.com to communicate with the Bomgar APIs.

Create an API Service Account - Bomgar 16.1 and Earlier

The API user account is used from within the integration to make Bomgar Command API calls to Bomgar.

Go to /login > Users & Security > Users.

Click Create New User and name it Integration or something similar.

Leave Must Reset Password at Next Login unchecked.

Set Password Expires On to Never Expires.

Set Allowed to View Support Session Reports to View All Sessions.

Check Allowed to view support session recordings.

Set Allowed to View Presentation Session Reports to View All Sessions.

Check Allowed to Use Reporting API and Allowed to Use Command API.

Scroll to the bottom and save the account.

Create an API Service Account - Bomgar 16.2 and Later

Go to Management > API Configuration and create a new API account.

Under Permissions, check Full Access to the Command API.

For the Reporting API, check Allow Access to Support Session Reports and Recordings and Allow Access to Presentation Session Reports and Recordings.

Be sure to copy the values for both the OAuth Client ID and OAuth Client Secret for use in a later step.

Click Add API Account to create the account.

Add an Outbound Event URL

Outbound events are used to notify Salesforce that a Bomgar session has finished and is ready to be imported into Salesforce.

Go to /login > Management > Outbound Events.

Click Add New HTTP Recipient and name it Integration or something similar.

Enter the URL to use: http://support.example.com/bomgar/BGIntegration__SessionUpdateHandler where support.example.com is the Salesforce.com instance name.

Scroll to Events to Send and check the following events:

Support Session End

Customer Exit Survey is Completed

Representative Survey is Completed

Scroll to the bottom and click Add Recipient.

Now, the list of outbound events should contain the event just added. The Status column displays a value of OK if communication is working. If communication is not working, the Status column displays an error which you can use to repair communication.

Bomgar is the leader in Secure Access solutions that empower businesses. Bomgar's leading remote support, privileged access, and identity management solutions help support and security professionals improve productivity and security by enabling secure, controlled connections to any system or device, anywhere in the world. More than 13,000 organizations across 80 countries use Bomgar to deliver superior support services and reduce threats to valuable data and systems.